Method and apparatus for enabling auto-ticketing for endpoint devices

The present invention relates generally to communication networks and, more particularly, to a method and apparatus for enabling auto-ticketing for Internet Protocol (IP) endpoint devices in packet networks, e.g., Voice over Internet Protocol (VoIP) networks.

BACKGROUND OF THE INVENTION

Description of the Related Art

The equipment that customers use to access VoIP networks is becoming increasingly intelligent and sophisticated. As a result, the complexity of the software and firmware related to this equipment typically produce a number of errors and defects. These errors can hinder a user from receiving a high level of service quality when network services are accessed. Consequently, customers typically contact customer care centers and technical support agents who attempt to diagnose the problem and provide a resolution for this equipment. However, the complex nature inherent to this equipment, as well as the difficulty customers typically have in explaining the problem, prolongs these calls and thus increase the cost of providing service.

Therefore, a need exists for a method and apparatus for an auto-ticketing function that transmits data corresponding to an endpoint device problem.

SUMMARY OF THE INVENTION

In one embodiment, a method and system for transmitting data corresponding to at least one endpoint device problem to a packet communications network is described. Specifically, an endpoint device detects at least one problem that pertains to the endpoint device. The endpoint device then generates data pertaining to the endpoint device problem. Lastly, the endpoint device then transmits the data detailing that endpoint device problem to the packet communications network.

BRIEF DESCRIPTION OF THE DRAWINGS

So that the manner in which the above recited features of the present invention can be understood in detail, a more particular description of the invention, briefly summarized above, may be had by reference to embodiments, some of which are illustrated in the appended drawings. It is to be noted, however, that the appended drawings illustrate only typical embodiments of this invention and are therefore not to be considered limiting of its scope, for the invention may admit to other equally effective embodiments.

<figref idrefs="DRAWINGS">FIG. 1</figref> is a block diagram depicting an exemplary embodiment of a communications system in accordance with the invention;

<figref idrefs="DRAWINGS">FIG. 2</figref> is a block diagram depicting an exemplary embodiment of a communications system of <figref idrefs="DRAWINGS">FIG. 1</figref> constructed in accordance with one or more aspects of the invention;

<figref idrefs="DRAWINGS">FIG. 3</figref> is a flow diagram depicting an exemplary embodiment of a method for receiving data corresponding to at least one endpoint device problem in a packet network;

<figref idrefs="DRAWINGS">FIG. 4</figref> is a flow diagram depicting an exemplary embodiment of a method for transmitting data corresponding to at least one endpoint device problem in a packet network; and

<figref idrefs="DRAWINGS">FIG. 5</figref> is a block diagram depicting an exemplary embodiment of a computer suitable for implementing the processes and methods described herein.

DETAILED DESCRIPTION

This invention provides a tool that enables a customer device (e.g., endpoint device) to self diagnose faults that it experiences and subsequently generate a trouble ticket report, which is sent to the network for resolution and logging. Upon receiving the ticket, the network can provide solutions to the equipment and take other steps necessary to resolve the problem.

To better understand the present invention, <figref idrefs="DRAWINGS">FIG. 1</figref> illustrates an example network, e.g., a packet network such as a VoIP network related to the present invention. Exemplary packet networks include internet protocol (IP) networks, asynchronous transfer mode (ATM) networks, frame-relay networks, and the like. An IP network is broadly defined as a network that uses Internet Protocol to exchange data packets. Thus, a VoIP network or a SoIP (Service over Internet Protocol) network is considered an IP network.

In one embodiment, the VoIP network may comprise various types of customer endpoint devices connected via various types of access networks to a carrier (a service provider) VoIP core infrastructure over an Internet Protocol/Multi-Protocol Label Switching (IP/MPLS) based core backbone network. Broadly defined, a VoIP network is a network that is capable of carrying voice signals as packetized data over an IP network. The present invention is described below in the context of an illustrative VoIP network. Thus, the present invention should not be interpreted to be limited by this particular illustrative architecture.

<figref idrefs="DRAWINGS">FIG. 1</figref> illustrates an example network, e.g., a packet network such as a VoIP network related to the present invention. The VoIP network may comprise various types of customer endpoint devices connected via various types of access networks to a carrier (a service provider) VoIP core infrastructure over an Internet Protocol/Multi-Protocol Label Switching (IP/MPLS) based core backbone network. Broadly defined, a VoIP network is a network that is capable of carrying voice signals as packetized data over an IP network. An IP network is broadly defined as a network that uses Internet Protocol to exchange data packets.

The customer endpoint devices can be either Time Division Multiplexing (TDM) based or IP based. TDM based customer endpoint devices <b>122</b>, <b>123</b>, <b>134</b>, and <b>135</b> typically comprise of TDM phones or Private Branch Exchange (PBX). IP based customer endpoint devices <b>144</b> and <b>145</b> typically comprise IP phones or PBX. The Terminal Adaptors (TA) <b>132</b> and <b>133</b> are used to provide necessary interworking functions between TDM customer endpoint devices, such as analog phones, and packet based access network technologies, such as Digital Subscriber Loop (DSL) or Cable broadband access networks. TDM based customer endpoint devices access VoIP services by using either a Public Switched Telephone Network (PSTN) <b>120</b>, <b>121</b> or a broadband access network via a TA <b>132</b> or <b>133</b>. IP based customer endpoint devices access VoIP services by using a Local Area Network (LAN) <b>140</b> and <b>141</b> with a VoIP gateway or router <b>142</b> and <b>143</b>, respectively. In one embodiment, an endpoint device may be an Internet protocol (IP) telephone, a terminal adapter (TA), a personal computer (PC), or a TDM device.

The access networks can be either TDM or packet based. A TDM PSTN <b>120</b> or <b>121</b> is used to support TDM customer endpoint devices connected via traditional phone lines. A packet based access network, such as Frame Relay, ATM, Ethernet or IP, is used to support IP based customer endpoint devices via a customer LAN, e.g., <b>140</b> with a VoIP gateway and router <b>142</b>. A packet based access network <b>130</b> or <b>131</b>, such as DSL or Cable, when used together with a TA <b>132</b> or <b>133</b>, is used to support TDM based customer endpoint devices.

The core VoIP infrastructure comprises of several key VoIP components, such the Border Element (BE) <b>112</b> and <b>113</b>, the Call Control Element (CCE) <b>111</b>, and VoIP related servers <b>114</b>. The BE resides at the edge of the VoIP core infrastructure and interfaces with customers endpoints over various types of access networks. A BE is typically implemented as a Media Gateway and performs signaling, media control, security, and call admission control and related functions. The CCE resides within the VoIP infrastructure and is connected to the BEs using the Session Initiation Protocol (SIP) over the underlying IP/MPLS based core backbone network <b>110</b>. The CCE is typically implemented as a Media Gateway Controller and performs network wide call control related functions as well as interacts with the appropriate VoIP service related servers when necessary. The CCE functions as a SIP back-to-back user agent and is a signaling endpoint for all call legs between all BEs and the CCE. The CCE may need to interact with various VoIP related servers in order to complete a call that require certain service specific features, e.g. translation of an E.164 voice network address into an IP address.

For calls that originate or terminate in a different carrier, they can be handled through the PSTN <b>120</b> and <b>121</b> or the Partner IP Carrier <b>160</b> interconnections. For originating or terminating TDM calls, they can be handled via existing PSTN interconnections to the other carrier. For originating or terminating VoIP calls, they can be handled via the Partner IP carrier interface <b>160</b> to the other carrier.

In order to illustrate how the different components operate to support a VoIP call, the following call scenario is used to illustrate how a VoIP call is setup between two customer endpoints. A customer using IP device <b>144</b> at location A places a call to another customer at location Z using TDM device <b>135</b>. During the call setup, a setup signaling message is sent from IP device <b>144</b>, through the LAN <b>140</b>, the VoIP Gateway/Router <b>142</b>, and the associated packet based access network, to BE <b>112</b>. BE <b>112</b> will then send a setup signaling message, such as a SIP-INVITE message if SIP is used, to CCE <b>111</b>. CCE <b>111</b> looks at the called party information and queries the necessary VoIP service related server <b>114</b> to obtain the information to complete this call. If BE <b>113</b> needs to be involved in completing the call; CCE <b>111</b> sends another call setup message, such as a SIP-INVITE message if SIP is used, to BE <b>113</b>. Upon receiving the call setup message, BE <b>113</b> forwards the call setup message, via broadband network <b>131</b>, to TA <b>133</b>. TA <b>133</b> then identifies the appropriate TDM device <b>135</b> and rings that device. Once the call is accepted at location Z by the called party, a call acknowledgement signaling message, such as a SIP-ACK message if SIP is used, is sent in the reverse direction back to the CCE <b>111</b>. After the CCE <b>111</b> receives the call acknowledgement message, it will then send a call acknowledgement signaling message, such as a SIP-ACK message if SIP is used, toward the calling party. In addition, the CCE <b>111</b> also provides the necessary information of the call to both BE <b>112</b> and BE <b>113</b> so that the call data exchange can proceed directly between BE <b>112</b> and BE <b>113</b>. The call signaling path <b>150</b> and the call data path <b>151</b> are illustratively shown in <figref idrefs="DRAWINGS">FIG. 1</figref>. Note that the call signaling path and the call data path are different because once a call has been setup up between two endpoints, the CCE <b>111</b> does not need to be in the data path for actual direct data exchange.

Note that a customer in location A using any endpoint device type with its associated access network type can communicate with another customer in location Z using any endpoint device type with its associated network type as well. For instance, a customer at location A using IP customer endpoint device <b>144</b> with packet based access network <b>140</b> can call another customer at location Z using TDM endpoint device <b>123</b> with PSTN access network <b>121</b>. The BEs <b>112</b> and <b>113</b> are responsible for the necessary signaling protocol translation, e.g., SS7 to and from SIP, and media format conversion, such as TDM voice format to and from IP based packet voice format.

An endpoint device (e.g., TA) frequently needs to communicate with the network on a regular basis in order to maintain compatibility. Notably, the endpoint device contacts (or is contacted by) a network server to determine if there is a need to download any updates, such as new configuration files or other software. On occasion, these downloads are disrupted or fail for any number of reasons. Although the network may still continue to provide service due to failover techniques, the present invention allows the network to transparently remedy problems encountered by an endpoint device.

<figref idrefs="DRAWINGS">FIG. 2</figref> is a block diagram depicting an exemplary configuration of the communication system of <figref idrefs="DRAWINGS">FIG. 1</figref> constructed in accordance with one or more aspects of the invention. An endpoint device <b>202</b> is configured for communication with the core network <b>110</b> via an access network <b>204</b> and a border element (BE) <b>206</b>. An endpoint device <b>212</b> is configured for communication with the core network <b>110</b> via an access network <b>210</b> and a BE <b>208</b>. The endpoint device <b>202</b> and the endpoint device <b>212</b> may comprise any of the customer endpoint devices described above (e.g., TDM devices, IP devices, TAs, etc.). The access networks <b>204</b> and <b>210</b> may comprise any of the access networks described above (e.g., PSTN, DSL/Cable, LAN, etc).

The core network <b>110</b> further includes a server <b>214</b> in communication with a solutions database <b>216</b>. In one embodiment, the server <b>214</b> is capable of monitoring various endpoint devices for various problems. Similarly, the library database <b>216</b> is configured to store a myriad of possible troubleshooting solutions for the various problems that may be experienced by a given endpoint device.

As an example, consider the scenario in which endpoint device <b>202</b> exhibits difficulty with communicating via the network. Upon detecting this problem, the network server <b>214</b> is provided data by the endpoint device (or alternatively, obtains data from the endpoint device) and subsequently accesses the library database <b>216</b>. By correlating the data acquired from the endpoint device with the data in the database, the server will be able to obtain a possible solution for the encountered problem (e.g., supplying the endpoint device with proper port configurations). The server would then transmit the possible solution to the endpoint device <b>202</b> via the core network <b>110</b>. In one embodiment, the network server would continue to supply another possible solution should the previously transmitted solution fail to remedy the problem. In the event the server fails to find an appropriate solution after a predefined period of time, the server may be configured to transmit an alert or alarm to the endpoint device to notify the user of the problem (which may be transparent).

<figref idrefs="DRAWINGS">FIG. 3</figref> is a flow diagram depicting an exemplary embodiment of a method <b>300</b> for receiving data corresponding to at least one endpoint device problem in a packet network in accordance with the invention. Aspects of the method <b>300</b> may be understood with reference to the packet network of <figref idrefs="DRAWINGS">FIGS. 1 and 2</figref>. The method <b>300</b> begins at step <b>302</b>. At step <b>304</b>, the endpoint device is certified. In one embodiment, the endpoint device undergoes a thorough offline certification process before it is implemented in the network. The certification process is conducted in order to ensure that the endpoint device can successfully communicate with the packet network and is compatible with the services that are available in the network. In one embodiment, the endpoint device needs to be certified by a technician before it may be permitted to transmit any error reports to a network server (e.g., VoIP related server <b>114</b> or network server <b>214</b>) in the network. In another embodiment, the certification process involves a vendor of a particular endpoint device conducting interoperability tests between the device and the network. These interoperability tests are conducted to ensure the endpoint device adheres to specifications (e.g., signaling requirements protocol, encoding scheme, encryption scheme, etc.) provided by the service provider. Notably, these standards detail the requirements the endpoint device must satisfy in order to properly function in a particular packet network.

The method <b>300</b> continues to step <b>306</b> where a problem pertaining to an endpoint device is detected by the network. This step may be conducted in a manner that is transparent to an endpoint device user. In one embodiment, a network server <b>114</b> may capture a log (or statistics) that details the problems or difficulties encountered by the endpoint device. In another embodiment, problems may be detected by the packet network when certain measurable parameters exceed (or fall below) certain threshold levels. For example, some “problems” or “difficulties” encountered by an endpoint device may include an unusually high CPU utilization, inefficient memory allocation, or improper device configuration. All of these types of problems may be monitored by the network server <b>114</b>. In addition, other parameters that are similar to CPU utilization, memory allocation, and configuration may also be periodically monitored to determine if associated problems relating to the endpoint device exist.

Upon detection of the endpoint device problem, data detailing the problem is utilized by the packet network. In one embodiment, this data may comprise a trouble ticket report that is generated by the endpoint device. The trouble ticket report is one possible format that may be ultimately utilized by the network. The trouble ticket report is transmitted from the endpoint device and is subsequently received by a server associated with a customer care center in the packet network.

At step <b>310</b>, the solution that resolves the problem is provided by the packet network. In one embodiment the communications network analyzes the data received from step <b>308</b> and, if possible, generates at least one solution for the associated problem (e.g., a software patch or upgrade). Alternatively, a notification or announcement may be transmitted to the endpoint device in order to notify the user that a problem associated with the endpoint device exists. Data embodying the solution is then transmitted to the appropriate endpoint device, which then utilizes the data to remedy the problem (if applicable). The method <b>300</b> then ends at step <b>312</b>.

<figref idrefs="DRAWINGS">FIG. 4</figref> is a flow diagram depicting an exemplary embodiment of a method <b>400</b> for transmitting data corresponding to at least one endpoint device problem to a packet network in accordance with the invention. Aspects of the method <b>400</b> may be understood with reference to communications system <b>100</b> of <figref idrefs="DRAWINGS">FIGS. 1 and 2</figref>. Method <b>400</b> begins at step <b>402</b>. At step <b>404</b>, the endpoint device is certified. In one embodiment, the endpoint device undergoes a thorough offline certification process by a technician before it is implemented in the network. The certification process is conducted in order to ensure that the endpoint device can successfully communicate with the packet network and is compatible with the services that are available in the network. The endpoint device needs to be certified before it may be permitted to transmit any error reports to a dedicated application server (e.g., VoIP related server <b>114</b>) in the network. In one embodiment, the certification process is similar to the procedure described in step <b>204</b> above.

At step <b>406</b>, a problem pertaining to the endpoint device is detected by the endpoint device. In one embodiment, the endpoint device uses scanning software to monitor and detect any potential problems. This step may be conducted in a manner that is transparent to an endpoint device user (even though an endpoint device problem may or may not be evident to the user). In one embodiment, the endpoint device may utilize a software application that captures a log (or statistics) that details the problems or difficulties encountered by the endpoint device. In another embodiment, problems may be detected when certain measurable parameters exceed (or fall below) certain threshold levels. For example, some “problems” or “difficulties” encountered by an endpoint device may include an unusually high CPU utilization, inefficient memory allocation, or improper device configuration. In addition, other parameters that are similar to CPU utilization, memory allocation, and configuration may also be periodically monitored to determine if associated problems relating to the endpoint device exist. Notably, these problems may be transparent to the user (i.e., the user is not aware of the endpoint device problem).

At step <b>407</b>, the endpoint device generates data that details the detected endpoint device problem. In one embodiment, the endpoint device generates a trouble ticket report that comprises the data. This data may be any type of information including, but not limited to, raw statistics, a message, or an alarm that indicates the endpoint device problem. In another embodiment, the endpoint device generates a log of the detected problem that is hindering the device's performance and later inserts this data directly into a trouble ticket report.

At step <b>408</b>, the data that details the problem is transmitted to the packet network. In one embodiment, the trouble ticket report generated in step <b>407</b> is transmitted from the endpoint device and is subsequently received by a network server associated with a customer care center. In another embodiment, a user of the endpoint device is offered the option of transmitting the data detailing the problem at a particular point in time, such as at the time of the installation or provisioning of the endpoint device, prior to generating the data for transmission, prior to the actual transmission of data, and the like.

At step <b>410</b>, a solution relating to the problem is received by the endpoint device from the network. In one embodiment, the network (e.g., a dedicated application server) logs the endpoint device problem, analyzes the data received from step <b>408</b> and, if possible, generates at least one solution for the associated problem (e.g., a software patch or upgrade). Alternatively, a notification or announcement may be transmitted to the endpoint device in order to notify the user that a problem associated with the endpoint device exists. This solution may be generated in its entirety or obtained from a database comprising existing solutions for past endpoint device problems and difficulties. If a solution is derived, it is then logged in the database with the corresponding endpoint device problem. Data embodying the solution is then directly transmitted to the appropriate endpoint device, which subsequently utilizes the data to remedy the problem (if applicable). Alternatively, the network may take other measures to remedy the problem associated with the endpoint device. Instead of fixing the endpoint device directly, the network may attempt to fix other network components associated with the troubled endpoint device or take other actions of remediation (e.g., rerouting). The method <b>400</b> then ends at step <b>412</b>.

<figref idrefs="DRAWINGS">FIG. 5</figref> depicts a high level block diagram of a general purpose computer suitable for use in performing the functions described herein. As depicted in <figref idrefs="DRAWINGS">FIG. 5</figref>, the system <b>500</b> comprises a processor element <b>502</b> (e.g., a CPU), a memory <b>504</b>, e.g., random access memory (RAM) and/or read only memory (ROM), an endpoint device problem detection module <b>505</b>, and various input/output devices <b>506</b> (e.g., storage devices, including but not limited to, a tape drive, a floppy drive, a hard disk drive or a compact disk drive, a receiver, a transmitter, a speaker, a display, a speech synthesizer, an output port, and a user input device (such as a keyboard, a keypad, a mouse, and the like)). In one embodiment, the system <b>500</b> comprises an endpoint device, such as a terminal adapter (TA).

It should be noted that the present invention can be implemented in software and/or in a combination of software and hardware, e.g., using application specific integrated circuits (ASIC), a general purpose computer or any other hardware equivalents. In one embodiment, the present endpoint device problem detection module or process <b>505</b> can be loaded into memory <b>504</b> and executed by processor <b>502</b> to implement the functions as discussed above. As such, the endpoint device problem detection process <b>505</b> (including associated data structures) of the present invention can be stored on a computer readable medium or carrier, e.g., RAM memory, magnetic or optical drive or diskette and the like.

While various embodiments have been described above, it should be understood that they have been presented by way of example only, and not limitation. Thus, the breadth and scope of a preferred embodiment should not be limited by any of the above-described exemplary embodiments, but should be defined only in accordance with the following claims and their equivalents.